Senior Manager - Software Development Engineering

CVS Health•Hartford, IL

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary We are seeking a highly experienced Staff Software Engineer to provide technical leadership and governance over production support activities executed by our managed service provider. This role ensures that the vendor meets all KPIs, SLAs, quality standards, and incident management expectations, while maintaining the overall stability and operational readiness of critical applications Production Support Governance & Vendor Oversight • Provide technical leadership and oversight for production support activities performed by the managed service provider. • Ensure the vendor executes timely and effective triage, investigation, and issue resolution. • Hold the vendor accountable for meeting SLAs, SLOs, KPIs, and operational commitments. • Review vendor performance reports and address gaps in responsiveness, quality, or timeliness. • Ensure escalation paths are followed appropriately by the vendor team. Incident Management Oversight • Oversee the vendor’s handling of production incidents, degradations, and outages. • Ensure proper incident lifecycle management: detection, prioritization, resolution, communication, and closure. • Participate in major incident bridges to evaluate vendor performance and escalate where needed. • Ensure timely and accurate RCA (Root Cause Analysis) is delivered by the vendor and that follow up actions are completed. Operational Excellence & Quality Assurance • Establish and maintain best practice operational standards, documentation, and runbooks for the vendor to follow. • Validate that monitoring, alerting, logging, and operational tooling are used effectively by the vendor. • Identify recurring issues and ensure the vendor drives permanent fixes. • Promote continuous improvement across operational processes, tooling, and readiness. Technical Leadership • Serve as the senior technical point of contact for production support escalations from the vendor. • Evaluate system architecture, logs, and telemetry to validate vendor RCA quality and technical soundness. • Review proposed fixes, enhancements, and operational procedures for technical completeness. • Mentor internal team members on production support best practices and vendor management. Governance, Reporting & Continuous Improvement • Own and report operational metrics, SLA/SLO performance, and issue trends to leadership. • Lead internal reviews of vendor performance, including adherence to contractual KPIs. • Ensure operational risks are identified, communicated, and actively managed. • Support continuous improvement initiatives aimed at reducing incidents and increasing system stability.

Requirements

10+ years of software engineering or production support experience.
Strong background in troubleshooting distributed systems, APIs, and enterprise platforms (for evaluation and oversight, not hands on resolution).
Experience governing or collaborating with managed service / vendor support organizations.
Familiarity with monitoring and logging tools (e.g., Splunk, Datadog, Grafana, AppDynamics).
Excellent communication and stakeholder management skills.

Nice To Haves

Experience in large enterprise or regulated environments.
Understanding of ITIL processes (Incident, Problem, Change Management).
Experience with operational readiness assessments and production support governance.
Familiarity with CI/CD pipelines and deployment troubleshooting concepts.
Proficiency in at least one programming language (e.g., Java, Python, .NET).

Responsibilities

Provide technical leadership and oversight for production support activities performed by the managed service provider.
Ensure the vendor executes timely and effective triage, investigation, and issue resolution.
Hold the vendor accountable for meeting SLAs, SLOs, KPIs, and operational commitments.
Review vendor performance reports and address gaps in responsiveness, quality, or timeliness.
Ensure escalation paths are followed appropriately by the vendor team.
Oversee the vendor’s handling of production incidents, degradations, and outages.
Ensure proper incident lifecycle management: detection, prioritization, resolution, communication, and closure.
Participate in major incident bridges to evaluate vendor performance and escalate where needed.
Ensure timely and accurate RCA (Root Cause Analysis) is delivered by the vendor and that follow up actions are completed.
Establish and maintain best practice operational standards, documentation, and runbooks for the vendor to follow.
Validate that monitoring, alerting, logging, and operational tooling are used effectively by the vendor.
Identify recurring issues and ensure the vendor drives permanent fixes.
Promote continuous improvement across operational processes, tooling, and readiness.
Serve as the senior technical point of contact for production support escalations from the vendor.
Evaluate system architecture, logs, and telemetry to validate vendor RCA quality and technical soundness.
Review proposed fixes, enhancements, and operational procedures for technical completeness.
Mentor internal team members on production support best practices and vendor management.
Own and report operational metrics, SLA/SLO performance, and issue trends to leadership.
Lead internal reviews of vendor performance, including adherence to contractual KPIs.
Ensure operational risks are identified, communicated, and actively managed.
Support continuous improvement initiatives aimed at reducing incidents and increasing system stability.

Benefits

This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
This position also includes an award target in the company’s equity award program.
This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.

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